Customer Solutions Specialist

impact.com's global support organization is extending its team in our Columbus office. This role is one of six new positions, all starting at the same time. Our global support team handles all customer queries for the thousands of brands and millions of partners in the impact.com ecosystem via live chat and tickets. We help users navigate the platform, diagnose and troubleshoot affiliate tracking issues, analyze data logs, provide guidance on dynamic commissioning and contract logic, and address any other issues that arise, acting as the voice of the customer and providing critical input to our product & engineering teams.

Responsibilities

Provide expert technical support to global user base via live chat and ticketing systems during assigned shift; Investigate and replicate issues by replicating client environments, inspecting front-end code, testing platform features, reconciling financial reports, and running technical diagnostics; Take proactive initiative by pursuing professional development through free Coursera subscriptions and PXA certifications, and suggest workflow improvements; Serve as the voice of the customer by gathering structured client feedback and partnering with product and engineering teams; Navigate complex workflows by managing multiple concurrent technical inquiries with thorough, accurate documentation and professional communication

Requirements

2+ years of direct, hands-on experience in Technical Customer Support (preferably within a B2B SaaS environment) or Front-End Web Development; Comfort and direct experience with modern web concepts and tools: reading and diagnosing HTML, CSS, and basic JavaScript; Working knowledge of APIs (making requests, understanding status codes, reading JSON payloads); Exposure to database queries (SQL) and data transfers (FTP/SFTP); Proven analytical and troubleshooting ability; Phenomenal written communication; Drive and initiative; Resilience and professionalism; Bachelor's degree in a technical or business-related field, or equivalent practical, hands-on experience in technical environments

Nice to have

Affiliate & Partnerships Industry Fundamentals Certification (Free by PXA)

Benefits

Medical, Dental, and Vision insurance; Office-only catered lunch every Thursday, healthy snack bar, and great coffee; Flexible spending accounts and 401(k); Responsible PTO policy; Mental health and wellness benefit with up to 12 fully covered therapy/coaching sessions per year; Monthly gym reimbursement; Restricted Stock Units (RSUs) with 3-year vesting schedule; Free Coursera subscription and PXA courses; Parental leave: 26 weeks fully paid for primary caregiver and 13 weeks fully paid for secondary caregiver; Technology stipend and monthly internet allowance; 5% variable annual bonus contingent on Company performance